All right.
In this tutorial we are going to learn about case feet case feed is one of the options for us to enabling
better interaction between the support agents and the customers.
So in this case feed he does and different from other regular base layout and it gives a better you
why a better user experience in which every action is being tracked.
So this case feed display displays multiple information it displays the updates it gives us options
for logging a call it gives us variety of other options so we can manage multiple activities in the
same page.
Let me show that to you in the UI go to cases go to any specific regard.
Here you see case feed and case details.
So case details it is basically you're a detail page.
This gives out all the fields related data and all the related list the related records everything.
And if you go to feeds that does when you have several different options out here for example you have
this option of posting information about this particular case and you can share it.
You have the option of logging a call so you can use actions to basically record your interactions with
the customers.
You can log a call for that and then you can change status of this case.
You can change it to a different status.
And also you can give information about that.
You can attach documents.
So case feed into integrates that Salesforce knowledge and allows us to attach articles related to the
case order to a customer email order to say for example some fake documents or some troubleshooting
documents that you would like to attach to the case.
You can very much do that.
It gives you an option to do that.
And if you want to attach any links to that.
Yes.
And if you want to open a poll if you want to add more choices when I ask a question and you can do
that.
All right.
So these are some of the variety of actions that you can do in the case feed and only that you have
all the updates listed out here.
So all the updates for this case maybe because his record which has not been updated.
We're not seeing as much any updates.
But yes you'll see several updates out here.
And you can also see who are all the followers who are all the users they are following this case.
You can add topics you can add custom links.
So all these options are out here.
And then if you want to specifically looking for call logs and look for the case notes basically as
we do not have any data does not showing any data but I'm just showing you the various options that
we have out here so key is food is definitely a better alternative lower standard case page layout.
And through this we can track all the actions so that the customer support agent will have a complete
view of the customer's issue and its history.
Right.
And not only that.
Just not about retrieving the details but also giving it back starting from logging a call changing
the status posting something or attaching Salesforce knowledge.
So this say it is case feed makes it even more efficient for the support agents to work with.
And this is definitely one of the important features that we can use for enabling better interaction
efficient interaction between the support agents and the customers.